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首页> 外文期刊>European Journal of Business and Management >Service Recovery and Customer Satisfaction: A Case of Uganda Telecom
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Service Recovery and Customer Satisfaction: A Case of Uganda Telecom

机译：服务恢复和客户满意度：以乌干达电信为例

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This study sought to explore service recovery strategies adopted by telecommunication companies operating in Africa with Uganda Telecom as a case study. The study adopts a quantitative approach design. A sample size of 250 respondents was used for this study comprising 100 Uganda telecom Staff and 150 subscribers of Uganda telecom in Kampala central business district. Findings of the study revealed a significant positive relationship between service recovery based on firm’s understanding of customer complaints, firm’s fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The study contributes to extant literature on service recovery from developing country perspective. Key Words: Service Recovery; Customer satisfaction, Telecommunication, Uganda Telecom
机译：这项研究旨在探索非洲运营的电信公司以乌干达电信为例的服务恢复策略。该研究采用定量方法设计。这项研究使用250名受访者作为样本，包括100名乌干达电信员工和150名位于坎帕拉中央商务区的乌干达电信订户。研究结果显示，基于公司对客户投诉的理解，公司对客户投诉的公平对待以及客户满意度，服务恢复之间存在显着的正相关关系。此外，研究还发现服务恢复与客户满意度之间存在正相关。该研究从发展中国家的角度为有关服务恢复的现有文献做出了贡献。关键词：服务恢复客户满意度，电信，乌干达电信

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